Introduction of IT Service Desk
Help desk and IT assistance are key components of an organization's digital evolution and customer experience. In the last two years, half of all organizations worldwide have implemented new software to manage the rising complexity of efficiency in operations and buyer expectations. To capitalize on this potential to establish a more relevant and effective engagement strategy, software marketers must first understand business issues and technology investment techniques. Furthermore, it is used to define a computer application that enables customer care representatives to manage various customer service-related problems and user requests, resulting in higher productivity and decreased costs while maintaining outstanding customer service and experience.
For instance, Salesforce invested in Tanium with ambitions to roll out a combined employee services management system that would include, among other things, a one-stop help desk for its staff.
(Source:www.salesforce.com/news/stories/salesforce-employee-experience-launch/)
What are the Key Trends Affecting the IT Service Desk Market?
- Rapid Solutions Offered by Customer Service Departments Help to Increase the Market Expansion
Using an effective helpdesk system, a person may easily track the customer inquiries filed. It enables them to retain a record of every detail from the first registration to the last. A clever helpdesk management system saves the customer support staff critical time. It reduces the number of hours spent on solving issues, making it very simple to address demanding, time-consuming challenges every day.
(Source:www.computerworld.com/article/3662110/it-workers-face-greater-stress-from-remote-issues.html)
The Factors that are Limiting the Growth of the IT Service Desk Market
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Moving from Traditional Integrated Techniques to Cloud-Based Solutions Causes Major Issues for Market Growth
Integration, connecting two or more IT systems, is one of the most difficult difficulties organizations face. The lack of standard processes and integration obstacles for multiple IT systems and their exchange of protocols is one of the most significant issues organizations face when transferring information. Over the last several years, businesses have grown through partnerships, mergers, and acquisitions, as well as the purchase of sophisticated and diverse IT environment components. Moving to cloud computing has become a huge concern for many businesses in such a circumstance. Enterprises struggle to discover the best cloud IT solutions and methods for properly integrating them while maintaining their current IT infrastructure. As more firms transition to the cloud, they must address the issue of integrating cloud IT services into their complicated heterogeneous infrastructure, which incurs overhead expenses. This issue further limits the growth of the IT service desk industry within the forecasted period.
Impact Of COVID-19 on the IT Service Desk Market
COVID-19's influence on the IT service desk markets has pushed digital and distant research technology deployment. Due to social distancing tactics, many firms have been forced to pivot to online research methodologies, emphasizing the significance of having adaptable and adaptable research tools in place. Overall, companies that can successfully handle the risks and possibilities given by emerging technologies will probably have an edge in their particular industries. It also presents several opportunities for IT help desk providers to expand their clientele among enterprises since cloud usage increased due to the shutdown.
Competitive Landscape of It Service Desk Market
The market for IT Service Desk is a highly dynamic and diversified competitive environment. It includes various commercial fleet service suppliers, ranging from large multinational enterprises to smaller specialized organizations. Market participants are also undertaking various organic or inorganic strategic approaches to strengthen and expand their global footprint, with significant market developments including new Material portfolios, contractual deals, mergers and acquisitions, capital expenditure, higher investments, and strategic alliances with other organizations. Because of automation and technological advancement, businesses compete fiercely to deliver innovative products.
August 2021: Fresh Works registered for an IPO in the United States in August 2021, seeking an initial public offering of $100 Mn on Nasdaq's international select marketplace under the ticker FRSH.
(Source:www.freshworks.com/press-releases/freshworks-announces-pricing-of-initial-public-offering/)
August 2020: Hiver will enter the helpdesk software market in August 2020. Hiver's offerings were the first to run on G-Suite and provide helpdesk features in addition to Gmail.
(Source:hiverhq.com/blog/gmail-and-google-apps-limits-every-admin-should-know)
Top Companies Market Share in IT Service Desk Industry: (In no particular order of Rank)
- Wolkenmacher
- Broadcom Software
- Microsoft
- SolarWinds MSP is now N-able
- BMC
- Agiloft
- Microsoft
- Freshservice
- Spiceworks
- Ivanti
- IBM
- EasyVista
- ManageEngine ServiceDesk
- Zendesk Pte Ltd
- ServiceNow
- LogMeIn
- inc
- Atlassian
IT Service Desk Market Analysis
Global IT Service Desk Market Report 2024 Edition talks about crucial market insights with the help of segments and sub-segments analysis. In this section, we reveal an in-depth analysis of the key factors influencing IT Service Desk Industry growth. IT Service Desk market has been segmented with the help of its Type, Service , and others. IT Service Desk market analysis helps to understand key industry segments, and their global, regional, and country-level insights. Furthermore, this analysis also provides information pertaining to segments that are going to be most lucrative in the near future and their expected growth rate and future market opportunities. The report also provides detailed insights into factors responsible for the positive or negative growth of each industry segment.
By Type, the Education Segment Dominating the IT Service Desk Market
The education sector held the greatest market share of more than 20%. This might be linked to increased demand for educational establishments and increased penetration of educational technologies in schools and colleges. Furthermore, businesses are focused on offering remote employee interaction via Video Conferencing software, which enhances the demand for effective helpdesk solutions.
Healthcare is the fastest growing category as several health organizations also utilize IT service desks to increase availability by eliminating outages caused by human error or technical faults with systems and equipment. These desks provide a single point of contact for customers to escalate any software or hardware-related issues they are experiencing to corresponding departments within an organization without contacting customer support professionals (CSR).
- IT support
- Education
- Others
By Service, the Large Enterprises Segment Dominating the IT Service Desk Market
Large corporations continue to account for most customers, and this trend is projected to continue. They have a higher volume of tickets that need basic processing technologies. Furthermore, these tickets are readily automated, and these organizations have ample access to the equipment and resources required to complete the automation process. Their CAGR from 2015 to 2021 was 9.0%, and the anticipated CAGR was 8.1%.
However, help desk software is equally beneficial to small and medium-sized businesses. Help desk software improves customer support staff productivity and overall satisfaction for businesses that require continuous and frequent consumer help. Efficient software promotes faster response times, more communication amongst diverse departments for query resolution, and improved tracking and collecting of support requests. Help Desk software is also scalable, which means it can be improved and expanded as the organization expands.
- Large Enterprises
- Small Enterprises
- Medium Enterprises
The North American IT Service Desk market hold the Largest market share of Global Market
According to Cognitive Market Research, North America is the world's market leader in IT service software. The existence of advanced countries that adopted the cloud and advanced innovations early on is an important element in deciding supremacy. Another factor influencing growth in North America is the presence of large IT and retail corporations growing their operations overseas. Most of these factors—increasing urbanization and industrialization, increasing disposable income among consumers, and increased demand from various end-use industries—are to blame for this rise. These factors encourage the region to lead the service desk IT market share over the forecast period.
The United States IT Service Desk Market Expected to Grow at the Fastest Growth Rate in North America
The existence of a wide number of companies delivering IT services throughout the United States has resulted in higher utilization rates of such desks among corporations and government bodies. North America and the United States are prominent IT centers with high consumer spending. The United States also has the most prominent corporations, which have both high volumes of consumers and large numbers of staff that require internal information technology helpdesk assistance software. Compared to nations with a strong representation of smaller enterprises, these businesses can afford and desire to convert to automated types of technology.
The Prime Reasons for IT Service Desk to Witness the Fastest Growth in the Asia Pacific Region in the Coming Years
With cutting-edge technology, the Asia-Pacific area is expected to develop rapidly, improving possibilities for service providers. The primary drivers driving the increased use of IT desk solutions in the region are improved business performance and lower operating expenses.
